Apprentice Customer Service Advisor

EE Limited; Bicester; On-site; GBP 25,000 - 26,000; Full time

Job summary

A telecommunications company in Bicester is seeking an experienced operations professional to drive operational excellence by managing staff schedules. You will conduct forecasting reviews, optimise resource plans, and support various teams in ensuring service delivery. The ideal candidate has over 2 years of relevant experience and strong analytical skills. The role offers a competitive salary starting at £25,087, generous leave, and career development opportunities.

Benefits

Competitive salary

25 days annual leave + Bank Holidays

Holiday purchase scheme

Comprehensive benefits package

Exclusive discounts

Career development opportunities

Free onsite parking

Casual dress down Fridays

Qualifications

• 2+ years’ experience in operations or 12+ months in external resource planning.
• Strong analytical skills with experience in regression/propensity modelling.
• Ability to lead governance meetings and collaborate effectively.

Responsibilities

• Conduct ongoing forecasting reviews to ensure accuracy.
• Optimise activities and manage resource plans with analysis.
• Monitor staff adherence and escalate shortfalls proactively.

Skills

Analytical skills

Problem-solving

Team collaboration

Communication skills

Tools

NICE

Verint

Alvaria

EG Solutions

Telephony systems

Advanced Excel

Job description

Drive operational excellence by designing and managing staff schedules that maximise efficiency and align with forecasted demand. You'll play a key role in ensuring service delivery across front office, back office, and field operations through proactive planning and real‑time performance monitoring.

Responsibilities

• Conduct ongoing short-, mid-, and long‑term forecasting reviews to ensure accuracy and responsiveness
• Optimise offline activities and manage daily/weekly resource plans with insightful analysis
• Monitor staff adherence and escalates shortfalls with data‑driven solutions
• Manage agent skill profiles to meet SLA requirements
• Lead governance meetings and collaborate with stakeholders to align planning with business needs
• Own schedule management, including shift releases, holiday allocation, and scenario modelling
• Maintain and update WFM tools, ensuring data quality and agent setup integrity
• Share responsibility for capacity planning and supply‑demand modelling
• Provide commentary and version control on all planning inputs and variances

Qualifications

• 2+ years’ experience in operations (contact centre, back office, or field) or 12+ months in external resource planning
• Strong analytical skills with experience in regression/propensity modelling across multi‑channel environments
• Excellent problem‑solving and decision‑making abilities
• Effective team collaboration and communication skills
• Proficiency in WFM tools (NICE, Verint, Alvaria, EG Solutions) – preferred
• Familiarity with telephony systems (NICE, AWS, Avaya) – preferred
• Advanced Excel capabilities – preferred

Benefits

• Competitive salary: Reflecting your skills and experience
• Generous leave: 25 days annual leave + Bank Holidays
• Holiday purchase scheme: Buy up to 10 extra days (up to 35 days total leave)
• Comprehensive benefits package including pension plan (up to 7% employer match), life assurance, employee assistance program, and referral scheme
• Exclusive discounts on high‑street brands, cycle‑to‑work scheme, and Johnson Controls product discounts
• Career development opportunities and extensive growth prospects
• Free onsite parking and casual dress down Fridays

Location: BT Glasgow Contact Centre – Alexander Bain House. Full time, permanent. Salary: Starting at £25,087 pro‑rata rising to £25,684 pro‑rata after 8 months, plus an uncapped monthly commission scheme.